First, we relentlessly raved about the amazing capabilities of automation technology. Then, we reminded ourselves that automation is only worthy of the hype if it can meaningfully elevate the customer experience.
It is time for the next evolution of the automation discussion: how can automation actually elevate the experience? And how can we measure the success?
The Special Report on the Evolution of CX Automation - our final CCW Digital briefing of 2018 - answers these questions. It addresses common automation pitfalls, before sharing valuable use cases and crucial metrics. Topics include:
- 6 biggest mistakes with CX automation
- Specific ways automation can improve the customer contact function
- Tips for using automation to simultaneously empower agents AND customers
- 6 metrics for measuring "return on automation"